Recursos

CA Cloud Service Management Implementation Services

Implementation Services for CA Cloud Service Management equip IT teams with a Software-As-A-Service (SaaS) solution that has capabilities designed to help optimize essential service management functionality—and can reduce the complexity, coding required and costs associated with other service desk platforms. These services assist with configuring ITIL-compatible processes for service request, incident, problem, change, configuration and SLA management as well as reporting and integration with other solutions.

Business Challenges

The work and resources required to deploy, operate and upgrade on-premises IT solutions for service desk management detract from the traditional benefits of managing technology in-house. For organizations transitioning from an on-premises to a SaaS environment, configuring ticket templates and business rules, as well as loading data and preparing reports and portals should be seamless.

Efficiently deploy and maintain service desk solution in-house. Traditional on-premises service technologies can consume staff time and require skills that are not readily available.

Cost of maintaining an in-house solution. This SaaS-based solution frees you from the costs and resource drains of running and maintaining the software in-house. Additional savings are available from our upgrade strategy that regularly delivers easy, non-disruptive upgrades.

Smoothly transition from on-premises to SaaS. Solution adoption can falter if your organization lacks a SaaS solution that is well configured for specific business rules, automates important process and fosters employee self-service.

Key Outcomes

Improved automation with monitoring and CMDB integration

Extensible IT service management platform which is easy to maintain

Improved quality of service built on the ITIL v3 framework

Codeless configuration

Faster deployment

Key Services Features

Foundation Services. Deploy the solution with capabilities for request and incident management, active directory support and reporting.

CA Services deploys the solution using a framework of foundation services and optional acceleration services. This modular approach speeds the deployment of core functionality while providing flexible options to extend CA Cloud Service Management with proven workflows, autorouting, additional integrations and reporting capabilities for improving IT service management.

Foundation Services

Foundation Services for CA Cloud Service Management provide a framework for implementing the solution and enabling core ITSM capabilities using the built-in features and predefined content. This approach accelerates the deployment of a proven reference architecture for faster adoption and greater extensibility.

These implementation services enable the following capabilities in CA Cloud Service Managment:

Request catalog: Establishes a catalog for use by analysts and customers to submit commonly requested services, report issues or requests for change

Request fulfillment: Supports logging and managing service requests from users for information, access to systems or services

Incident management: Supports reporting and managing issues such as service disruptions, unavailability or reductions in quality of a system or service that users already access and use

Active directory support: Uses the ADSync Module to configure an LDAP-compliant data source for client and customer account data. This has been tested and validated with Microsoft Active Directory® and Novell eDirectory.

Reporting: Provides users with the ability to generate and view reports related to tickets, configuration items and knowledge articles.